IT Service Delivery Manager North Africa

Position is for Morocco and neighboring countries

COMPANY PROFILE

Payment24 Group is a Fintech with customers in 20+ countries in 4 continents with presence in 11 countries. Payment24 Group provides a White Label Enterprise Platform allowing Oil Companies, Banks, Retailers and Issuers to design B2B & B2C products for their customers under their own brand name. We are a leading fintech in this niche while providing services to related industries too.

At its core, Payment24 is a creative research & development company focusing in disrupting the payments industry by introducing simple innovative solutions in the market, in an industry which has not evolved with time. With a start-up mentality & culture, we continue to be agile & nimble footed to address gaps in the market. If you think you have the skills and agility to keep up with us, please send through your CV and be part of a fast-growing team.

JOB PROFILE:

The position reports to the Joint CEO As IT Service Delivery Manager North Africa is responsible for managing the relationship between Payment24 and its customers. All the Payment24 Staff in Latin American countries will be reporting to this role.

The IT Service Delivery Manager North Africa position is responsible for driving Acquirer Connections, Project Implementation, Integration and Solutions Consulting for customers. The Position is also responsible for the delivery of Enterprise Client Enablement’s and delivering a world class experience for Customer. The Customer Service Delivery function is primarily a post-sales delivery role; and will require an ability to work closely with.

Head of Service Delivery are tasked with developing and executing strategies that ensure customers are happy with their experience interacting with the company. This might include anything from ensuring that customer receive quality service to making sure they’re satisfied with the products or services they have purchased.

DUTIES & RESPONSIBILITIES

* Work with internal and client facing teams to develop enablement plans, manage stakeholders and expectations
* Achieving business goals and revenue targets.
* Overseeing daily operations and setting performance objectives.
* Recruiting, training, and supporting regional staff as well as conducting regular performance appraisals.
* Developing and implementing business, marketing, and advertising plans.
* Managing internal and external stakeholder relations and negotiating contracts.
* Planning, evaluating, and optimizing operations to be efficient and cost-effective.
* Ensuring products and services comply with regulatory and quality standards.
* Ensuring company standards and procedures are followed.
* Preparing and presenting monthly, quarterly, and annual statements, analyses, and reports of operations and finances.
* Dealing with escalated customer issues, incident reports, and legal actions.
* Pre-Sales Consultation and testing of solutions to ensure End to End robust solution
* Own, Drive and Work Closely with Internal teams (IT, Projects, Sales, Support) to ensure timely and world class delivery of Solutions.
* Coordinating with designers, programmers, and other team members to ensure that projects meet deadlines and specifications
* Managing client relationships to ensure that projects are delivered on time and within budget
* Reviewing proposals from prospective clients to determine if they are a good fit for the firm’s services
* Reviewing existing client accounts to determine the need for additional services or changes in strategy
* Negotiating pricing and contract terms with clients to ensure that they meet the firm’s standards
* Serving as a liaison between client and design team members during the design process
* Developing and managing budgets for projects based on client needs and objectives
* Ensuring that projects are completed on time and within budget
* Delivery of Solutions helps achieve revenue targets and client acquisition objectives
* Work with third party resources as necessary to support client integration needs
* Drive improvements with internal stakeholders (Product Management, Customer Support, and Service Delivery) to support continuous improvement in our technologies and services.
* Own overall Client Project Delivery planning and coordination
* Communication and risk management
* Issue escalation and resolution
* Communicate and educate product functionality and processes to clients
* Refine and document custom workflow processes
* Contributing to corporate knowledge and best practices by creating or enhancing documentation and processes.
* Develop tactical initiatives for delivery of turnkey billable solutions for Clients
* Work with management to develop and implement policies and procedures, short and long-range goals, objectives and plans
* Contribute financial expertise in the planning of new services that generate additional sources of profitable revenue
* Monitor competitor activity and stay updated on latest industry trends
* Stay up to date with related business technological advances and keep abreast of the needs & market gaps in industry Payment24 serve.
* Developing strategic plans for up-selling to existing clients.
* Maintain excellent people skills, business acumen and exemplary work ethics
* Provide effective leadership to the client delivery team and work with various project teams to deliver client solutions from start to finish.
* Help in designing and implement business strategies, plans and procedures to get most out of the available funding.
* Write and submit reports to the CEO in all matters of importance and also provide monthly performance reports
* Participate in expansion activities (partnerships, acquisitions, corporate alliances etc.)
* Manage relationships with client/partners/vendors
* Establishing policies that promote company culture and vision.
* Mentoring team members
* Contribute towards the company goals for research and development in terms of finances & relevant research required.
* Assist relevant departments with tender submissions where needed.
* Monitoring the progress of projects and providing detailed reports on their status to clients and management

JOB REQUIREMENTS AND QUALIFICATIONS

* Previous working experience in a similar senior position for 3 years
* IT Project Delivery & IT Service Delivery experience
* In-depth technical knowledge of systems & payment systems
* Hands-on experience with complex project management
* Outstanding communication, interpersonal and leadership skills
* Excellent organizational and time-management skills
* Effective negotiation and vendor management skills
* Proactive problem solver
* Attention to detail